Customer Experience Related Guides
Customer Experience
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Customer Experience
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Experience quality is the value of an experience to customers. It is a measure of customer perceptions that can be applied to diverse services including areas such as medicine, technology, travel, entertainment and hospitality. The following are common types of experience quality.
Customer ServiceThe quality of person-to-person interactions between customers and your employees.EnvironmentsThe character and atmosphere of physical environments. For example, a lively restaurant with an interesting decor.User InterfacesThe quality of user interfaces such as a website, app or game. For example, an app that is intensely engaging and useful.Communication & InformationThe quality of your communications. For example, a theme park that clearly communicates how things work so that visitors don't end up lost and confused.
Processes & ActivitiesThe quality of customer-facing processes and activities. For example, a theme park with long lines for attractions versus a system of reservations.DeliveryDelivery to commitments and expectations. For example, a telecom company that fixes a technical problem within a reasonable amount of time.AdaptabilityServices that adapt to situations as opposed to applying rigid policies that don't always make sense.
Empathy & TailoringServices that adapt to individual needs, personality, situation and mood. For example, a waiter who senses that one customer wants frequent service while another is engaged in conversation and would prefer less service.Reliability & ConsistencyAn experience that is pleasantly reliable and consistent such as a train that is on time 99.9% of the time.Competence & DiligenceEmployees who are competent and diligent. For example, a doctor who is clearly knowledgeable, conscientious and methodical.
Image & IdentityThe extent to which customers identify with an experience. For example, a fan of a sports team who views the team's success with a sense of personal involvement.EngagementExperiences that are engaging such as a concert that is intense.RiskRisk related elements of experience such as safety and security. For example, an amusement park that feels safe.TangiblesThe tangible elements of an experience such as the quality of food on a flight.
Customer Experience
This is the complete list of articles we have written about customer experience.
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An overview of customer experience with examples.
Why satisfaction metrics work so well.
A definition of customer expectations with a few examples.
An overview of a common marketing practice.
An overview of customer perceptions with examples.
The common types of internal branding.
A definition of experience sampling with examples.
A list of common types of customer needs with examples.
The primary types of service quality.
A definition of end-user with examples.
A definition of experience economy with examples.
A list of quality types.
The subtle difference between quality and value.
The common types of quality metrics.
A definition of critical to customer with examples.
The common types of design life.
The common types of planned obsolescence.
The definition of quality objectives with examples.
A definition of credence quality.
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